Edge Encryption log file edgeencryption.log periodically shows error: "ERROR Received error in response for keep-alive request. Please check the connectivity between the Edge proxy and the ServiceNow instance. Result : java.util.concurrent.TimeoutException: Total timeout elapsed"

Issue

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The Edge Encryption log file edgeencryption.log periodically shows the following error: "ERROR Received error in response for keep-alive request. Please check the connectivity between the Edge proxy and the ServiceNow instance. Result : java.util.concurrent.TimeoutException: Total timeout elapsed"

Solution

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1. Add the following property to each Edge Encryption proxy's /conf/edgeencryption.properties file:

   edgeencryption.proxy.keepalive.interval=11 

2. Save the file and restart the proxies.

   Setting the keepalive interval from the default of 5 seconds to 11 seconds should help with eliminating this error. Should the error continue, change the interval to a higher prime number, such as 23, 47, ... until the error no longer occurs.

   Increasing this value gives the instance more time to reply to the proxy's "keep alive" request. A delay in response can happen if the instance is busy and the five-second default time is exceeded.